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Rise Above the Competition

The marketplace is crowded, whether from your competitors down the street or just a click away on the Internet. Customers have endless choices, and their expectations are sky-high. If you want to stand out and gain an edge, you need to find ways to demonstrate your commitment to their satisfaction.…
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Celebrate Your Employees this Holiday Season

As the holiday season approaches, small businesses enter what is most likely their busiest time of year. While the fourth quarter brings excitement and increased sales, it also puts a lot more stress of your employees. Amid all this hustle and bustle, it’s easy to forget that your staff is…
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Use Mystery Shopping to Improve the Customer and Employee Experience

  Savvy businesses understand that there are two kinds of experiences they have to worry about: the customer experience (CX) and the employee experience (EX). A positive environment will benefit both patrons and staff alike, and the surest way to achieve both goals is via a robust mystery shopping program.…
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Balancing Customer Service and Self-Service

Our world seems to be getting more automated by the day, and so it’s natural that many small businesses find themselves grappling with the balance between providing hands-on customer service and offering the convenience of self-service options. Customers’ expectations continue to evolve with the times, with many placing a high…
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Soothing the Burn of Rising Prices

Price increases are a constant challenge for both businesses and consumers alike. Inflation, supply-chain frustrations, and even rising minimum wages have all contributed to higher costs for everyone. These complications affect everything, both upstream and down, leaving many customers feeling like they’re being taken advantage of. However, with some thoughtful…
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Peloton Interactive: A Case Study

One of the most important assets any company enjoys is its reputation, both in the way it is perceived by consumers and by how it is seen by potential employees. A bad reputation is hard to shake off, as memory for the mistakes seems to last longer than for the…
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The Power of “Yes”

In the world of customer service, the word “no” acts as a barrier that shuts down communication and ultimately stifles solutions. As Dr. Nido Qubein, a renowned motivational speaker and entrepreneur, said, “I always start with a yes. It doesn’t always end that way after we’ve done the study, but…
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Train for Success: Use Mystery Shopping for Leadership Development

Strong leadership is the cornerstone of any successful small business. Effective leadership drives both company growth and fosters a positive work environment, as it sets the tone for providing an exceptional customer experience through example. When leaders prioritize customer satisfaction, their actions resonate through the company and provide the right…
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